Interactive Shadow ToolActivation Process and Form

Activation Form for the Interactive Shadow Tool

Support Connection

Enter your 6-digit PIN code:

When you phone a help desk or support staff member for assistance,
the person you contact may need to view the work in progress on your computer
to help you resolve the problem. If this is the case, the support person will
provide you with a code to activate the Interactive Shadow Tool, which ITS
has implemented for this purpose.

Notes:

You cannot use the Interactive Shadow Tool without
first working with a support person.

If you encounter a problem while
using a ITS-supported application, contact the ITS Service Center.

Procedure for Activating the Interactive Shadow Tool

The support person will ask you to display this Web page in
a new browser window. (It is important to open a new browser window to retain
the browser window associated with your current work.)

The support person will provide you with a unique connection code. Enter the code in the field on the Support Connection box (above) and click the "Connect to technician" button to initiate the shadow session.

Download the small virus-free file when you are prompted to
do so.

Accept support staff request to view desktop.

After you perform this procedure, the support person can view
your screen. You remain in full control of your computer at all times. You can end the shadow session at any time by clicking the Disconnect button in the bottom right of your chat window.